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IT Support Specialist

2 months ago

Phoenix, Arizona, United States HonorHealth Full time

Overview
At HonorHealth, we are dedicated to creating a meaningful impact in the healthcare sector. As part of our team, you will contribute to a multi-faceted care experience for our patients.

We provide opportunities for you to make a significant difference through various initiatives and comprehensive training programs.

HonorHealth offers a diverse range of benefits for both full-time and part-time employees, aimed at supporting you and your family in living fulfilling lives.

About HonorHealth
HonorHealth is one of Arizona's largest nonprofit healthcare organizations, serving a population of five million in the greater Phoenix area. Our extensive network includes six acute-care hospitals, a wide-ranging medical group offering primary, specialty, and urgent care services, a cancer care network, outpatient surgery centers, clinical research, medical education, and community services.

With nearly 15,000 team members and 3,700 affiliated providers, we are committed to delivering high-quality care and enhancing the health and well-being of communities across Arizona.

Position Summary
The Service Desk Analyst I is responsible for managing inbound support calls, collaborating with customers to define and document the scope of incidents, and troubleshooting issues to achieve resolution on the first call or escalate when necessary.

This role also involves participating in an on-call support rotation to assist with incidents, upgrades, patches, and project tasks outside of regular hours.

Key Responsibilities
- Provide end-user application support and document incident scope.
- Utilize critical thinking to analyze problems and identify root causes.
- Monitor incident status, prioritize issues, and ensure timely resolution through collaboration with other departments.
- Follow up with customers to gather additional information and confirm resolution.
- Assist users with access and provisioning, as well as the installation and deployment of applications.
- Contribute to the knowledge base by documenting and submitting new content.
- Build positive relationships with customers and team members through effective communication and service recovery initiatives.

Commitment to Excellence
Consistently embody the HonorHealth tenets of service excellence in all interactions with staff, patients, and their families, focusing on being customer-centered, service-focused, quality-driven, resource-wise, and growth-oriented.

Qualifications
- Education: High School Diploma or GED required.
- Experience: Minimum of 1 year of relevant experience required.